Software Support Executive

DIAMTRADE SOFTWARE; Vadodara; On-site; INR 250,000 - 350,000; Full time

Job summary

DIAMTRADE SOFTWARE in Vadodara is seeking a Software Support & Customer Handling specialist to provide ERP/software support to customers via phone, email, and remote support. You will guide users on ERP processes, train users, and ensure timely resolutions.

In addition, you will troubleshoot application, database, printing, and networking issues, apply SQL Server queries for data validation, and coordinate with development teams for complex problems.

Qualifications

• Provide ERP/software support to customers through phone, email, and remote support.
• Handle customer queries with professional communication and timely resolution.
• Understand user requirements and guide customers on proper ERP processes.
• Provide user training and explain software features and functionality.

Responsibilities

• Troubleshoot application, database, printing, and system-related issues.
• Good working knowledge of SQL Server for queries, data validation, and issue analysis.
• Troubleshoot basic networking, LAN, IP, RDP, ports, and connectivity issues.
• Analyze application/database errors and identify possible root causes.
• Coordinate with development and technical teams for complex issues.
• Perform UAT testing for new features, changes, and software releases.
• Prepare test scenarios, execute test cases, and verify expected results.
• Identify, document, and report bugs/issues to the development team.
• Verify bug fixes and perform regression testing before release.
• Good knowledge of Microsoft Excel, including formulas, filtering, sorting, and data analysis.
• Understanding of basic accounting concepts such as sales, purchase, payment, ledger, stock, and profit/loss.
• Assist users with ERP reports, data validation, and transaction-related issues.
• Experience using ticketing/CRM tools to create, track, update, and close customer support tickets.
• Maintain proper records of customer issues, solutions, and pending activities.
• Strong problem-solving, analytical, communication, and customer-service skills.
• Ready to work in rotational shifts, including night shifts, based on business requirements.

Tools

Ticketing/CRM tools

Job description

Software Support & Customer Handling:

• Provide ERP/software support to customers through phone, email, and remote support.
• Handle customer queries with professional communication and timely resolution.
• Understand user requirements and guide customers on proper ERP processes.
• Provide user training and explain software features and functionality.

Technical Support:

• Troubleshoot application, database, printing, and system-related issues.
• Good working knowledge of SQL Server for queries, data validation, and issue analysis.
• Troubleshoot basic networking, LAN, IP, RDP, ports, and connectivity issues.
• Analyze application/database errors and identify possible root causes.
• Coordinate with development and technical teams for complex issues.

UAT & Application Testing

• Perform UAT testing for new features, changes, and software releases.
• Prepare test scenarios, execute test cases, and verify expected results.
• Identify, document, and report bugs/issues to the development team.
• Verify bug fixes and perform regression testing before release.

Excel & Accounting

• Good knowledge of Microsoft Excel, including formulas, filtering, sorting, and data analysis.
• Understanding of basic accounting concepts such as sales, purchase, payment, receipt, ledger, stock, and profit/loss.
• Assist users with ERP reports, data validation, and transaction-related issues.

General Requirements

• Experience using ticketing/CRM tools to create, track, update, and close customer support tickets.
• Maintain proper records of customer issues, solutions, and pending activities.
• Strong problem-solving, analytical, communication, and customer-service skills.
• Ready to work in rotational shifts, including night shifts, based on business requirements.